Artificial intelligence is no match for natural ignorance...
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Latest post by nicholas on Tuesday, 23 September 2014 06:44 CDT
Artificial intelligence is no match for natural ignorance...
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!
Artificial intelligence is no match for natural ignorance...
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!
Artificial intelligence is no match for natural ignorance...
Nicolas, you are missing an important point: 'staying open with the ticket system' is not implying that you should respond too in the weekend.
Now you might wonder why we don't leave support on for the weekend, even though nobody's here to answer those tickets. I used to do that from January 2010 to June 2011. You know what? 90% of the tickets filed on weekends were resolved by the users themselves, reading the documentation. Out of them only 2% bothered to let us know. This led to an increase of the support volume by 30%. We can no longer afford to do that. This extra unnecessary support volume requires one more highly skilled developer to handle, costing an extra $70,000 per year. Sounds a lot? That's cheap for a developer at the level we hire in this company. This would translate to a rather steep increase in the subscriptions price which would frustrate people and lose us a lot of clients. Extrapolating the observations from past price increases this would hover around 30% client loss. Ouch!
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!
Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.
Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!